Head of Customer Operations

Janney is an award‑winning full‑service financial services firm committed to understanding our clients' needs and providing advice beyond investments. We are equally committed to building a diverse workforce and inclusive culture where employees can use their talents to thrive and grow professionally with the firm. The Complex Operations Manager is responsible for all operational, administrative and client support functions within a Complex (group of branch offices). The Manager also performs certain client supervision and support staff supervision delegated by the Complex Manager and works closely with the Compliance and Operations departments, coordinating all operational matters involving the Complex with Home Office Operations staff and others in the firm.

Major Responsibilities

Overall supervisory responsibility for all branch operations functions in the Complex, including cashiering, disbursement of checks and securities, processing incoming and outgoing correspondence, account transfers, margin, distribution of wire traffic, home office reports, maintenance of order tickets, client correspondence, and other documents consistent with firm retention requirements.

Supervising and training all Complex support staff (Private Client Associates and Operations Assistants) to ensure that Financial Advisors (FAs) and clients receive superior service consistent with Janney policy and SRO rules. Specific supervisory tasks include but are not limited to sourcing, interviewing, selecting, hiring, registering and training new staff members.

Conducting regular staff meetings as a forum for training on new policies and procedures and to facilitate open dialogue among support staff.

Providing feedback to support staff members on their performance on a routine basis and through annual performance reviews, addressing performance issues in conjunction with the Complex Manager and Human Resources.

Providing work direction to support staff and coordinating workflow within the office.

Assisting others by acting as a resource in training, coaching, and mentoring.

Actively seeking and maintaining an advanced knowledge base on all products and services, technology, forms, and systems.

Performing other duties as required that contribute to the overall effectiveness of the position and the Complex as a whole.

May be involved with onboarding new FAs to the branch.

Coordinating Complex recruiting activities with the Regional Assistant and Home Office as required.

Requirements and Qualifications

High School diploma, Bachelor’s Degree preferred

Professional Licenses: Series 7, 9 and 10, 63 and 65 (or 66)

Excellent customer service skills

Computer skills in Word, Excel, PowerPoint and Outlook

Able to work effectively in a fast‑paced, deadline‑oriented environment

Strong attention to detail

Able to work effectively as part of a team

Some travel may be required

High ethical standards

Compensation

The compensation package for this position consists of a base salary, with eligibility for an annual bonus/commissions if applicable, as well as eligibility to participate in all company benefits offered to full‑time employees, including health, dental, medical coverage, disability income protection, life insurance, PTO/vacation, holidays, and 401(k). Salary range: $100,000 to $150,000 .

Benefits

Benefits: Janney believes that its employees are the key to what makes a great company. We offer a competitive package that includes Paid Parental Leave, generous Paid Time Off, eligibility for a $2,000 referral bonus, and a Professional Development Assistance Plan designed to help employees thrive both at work and at home.

Equal Opportunity Employment

Janney is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.

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